Raising the Standard - a contract for the built heritage

Historic Scotland, an agency within the Scottish Government, is responsible to Scottish Ministers for safeguarding the nation's built heritage and promoting its understanding and access.

Many aspects of Scottish life are influenced by the built heritage. Our prehistoric monuments, castles, abbeys, palaces, listed buildings and conservation areas make a significant contribution to our awareness, understanding and appreciation of Scotland’s history. The built heritage also plays a key role in the success of Scotland’s tourism industry.

More companies and local authorities are looking to historic buildings to provide the focus for regeneration. In addition, the built heritage provides an important educational resource, not just for school children but for everyone who has an interest in the culture and history of Scotland.

Historic Scotland is committed to providing services of the highest quality to our customers and actively seeks their views. To ensure we continue to improve our service to customers we are continuing to invest in staff training and monitoring the service out customers receive.

Owners and Occupiers

As an owner or occupier of a monument or historic building you can expect:

• Clear information on request about the purpose and effect of scheduling or listing;
• A decision within 28 days of receipt by Historic Scotland on applications for listed building or conservation area consent notified by planning authorities to Scottish Ministers under the Planning (Listed Buildings and Conservation Areas) (Scotland) Act 1997, or a clear explanation through the planning authority of reasons why a longer period is required;
• An initial response to enquiries about historic building repair grant within 28 days;
• Careful and fair consideration of all grant and consent applications, with the reasons clearly stated for concern or refusal.

Visitors to our properties

Achieving the highest standard in presenting and interpreting historic properties to the public is crucial to the understanding and enjoyment of the built heritage and we are committed to improving facilities for out visitors.
As a visitor to our properties you can expect:

• All monuments to be clean, tidy and well maintained with clear information about their history and architecture;
• A warm welcome to staffed monuments from well trained staff identified by name
  
  

All of out customers can expect:

• Our staff to be open helpful and polite;
• Well-presented information written in clear and plain language.

Suggestions and complaints

We welcome suggestions for improved or new services. We will respond quickly and courteously to any complaint and ensure that any appropriate action is taken at the earliest opportunity.

If you have a suggestion or complaint, please speak to any member of our staff. They will either deal with the matter personally, or direct you to someone who can assist you.

All written suggestions or complaints should be addressed to PS/Historic Scotland, at the address below, who will ensure that you receive a reply within 21 days from the date of receipt of your communication.

PS/Historic Scotland
Historic Scotland, Room G.40
Longmore House, Salisbury Place
EDINBURGH EH9 1SH

Tel: 0131 668 8693 Fax: 0131 668 8699
Email: PS/HistoricScotland@scotland.gsi.gov.uk or use our Feedback Form

The Scottish Public Services Ombudsman Act 2002

The Scottish Public Service Ombudsman Act 2002 which came into effect on 23 October 2002 provides a simple and effective means for members of the public to make complaints about maladministration and service delivery arising from the activities of public authorities in Scotland. A complaint may be made by an aggrieved person (or their representative including an MSP or local councillor) within 12 months of the day after the aggrieved person had notice of the matter complained of. The Ombudsman can be contacted at the following address:-

The Scottish Public Services Ombudsman
4 Melville Street,
EDINBURGH
EH3 7NS

Tel: 0800 377 7330 Fax: 0800 377 7331
Email: ask@spso.org.uk

Historic Scotland’s policies and performance targets and results are published in our Corporate Plan and Annual Report. Copies are available free of charge from PS/Historic Scotland at the above address and are also available on our website.

Further information about Historic Scotland

General enquiries
0131 668 8600

Information about Opening Times, Travel Trade, Events, Functions and Weddings at Historic Scotland, Properties, Retail enquiries and Membership of Historic Scotland
0131 668 8800
hs.members@scotland.gsi.gov.uk
hs.explorer@scotland.gsi.gov.uk
hs.weddings@scotland.gsi.gov.uk
hs.functions@scotland.gsi.gov.uk
hs.events@scotland.gsi.gov.uk
hs.shop@scotland.gsi.gov.uk

Historic Buildings Repair Grants
0131 668 8801
hs.grants@scotland.gsi.gov.uk

Information on listing
0131 668 8707 or 8720
hs.inspectorate@scotland.gsi.gov.uk

Information on scheduling
0131 668 8777
hs.inspectorate@scotland.gsi.gov.uk

Technical Conservation, Research and Education
0131 668 8668
Publication Sales
0131 668 8638
Scottish Conservation Bureau Enquiry Line
0131 668 8668
hs.conservation.bureau@scotland.gsi.gov.uk